Service Administrator

Job Description:

Title - Service Administrator - III

Location: Pointe-Claire, QC H9R 1C2

Duration: 03 Months (with possible of extension).

Pay Rate: $35 on T4

Shift : Monday through Friday, with hours of either 6:00 a.m.– 3:00 p.m. or 7:00 a.m.– 4:00 p.m.

Summary

Serves as the first point of contact with customers to promote quality customer service and assist with increasing business within the branch location

Key Responsibilities

• Serves as the first point of contact with customers, either by phone or at the branch, and develops positive relationships with key customers.
• Assesses customer needs and gathers pertinent information.
• Creates basic work orders in the appropriate systems.
• Provides status updates to customers as requested.

Qualifications and Competencies

• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages Conflict: Handles conflict situations effectively, with minimal disruption.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Directs Work: Provides direction, delegates tasks, and removes obstacles to get work done.
• Financial Acumen: Interprets and applies an understanding of key financial indicators to make better business decisions.
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.

Diagnostics Application:

• Translates customer complaints into troubleshooting plans; troubleshoots issues using guided workflows, procedures, specialized mechanical and electronic service tools, and computer software to isolate failed components; validates repairs by duplicating complaints; and documents results in business systems for payment and historical tracking.

Warranty Process:

• Analyzes customer issues to verify root causes of failures and associated progressive damage using Cummins-published service information. Interprets warranty administration manuals to determine coverage eligibility and claim requirements, identifies repair items eligible for coverage, communicates with stakeholders, and files claims with proper documentation for accurate settlement.

Technical Escalation:

• Obtains technical issue information and uses available resources, including data management tools, to investigate issues. Escalates issues to the appropriate level of expertise while balancing timely customer responses with investigation requirements. Documents troubleshooting steps to ensure seamless transitions and timely ticket resolution.

Service Documentation:

• Creates and verifies customer, equipment, and technical information; captures required data using service tools; follows procedures; and documents work accurately in the service management system.

Electronic Service Tool Application:

• Identifies and uses the appropriate hardware and software tools to maintain products, diagnose issues, and troubleshoot problems. Interprets electronic tool results and recommendations to determine the next steps for service resolution.

Education, Licenses, and Certifications

• High school diploma or certificate of completion of secondary education, or equivalent experience that meets applicable regulations.
• May require licensing for compliance with export controls or sanctions regulations.

Experience

Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.

Top Skills Required

1. Technical Skills
2. Timely Execution
3. Mechanical Aptitude with Diesel Engines
4. Customer Service